AI-Driven Product Owner: Client & Digital Support

MRI Software; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

MRI Software is seeking a Product Owner for Client & Digital Support to own the end-to-end stack for client interactions. This is a hands-on, builder role with autonomy, writing requirements, prototyping, and shipping in Salesforce and adjacent tools.

You will design systems across case management, self-service, knowledge, and AI-assisted deflection, partnering with Support leadership, Engineering, IT, and business teams to drive measurable outcomes after launch.

Qualifications

• Deep, hands-on Salesforce expertise with real configuration and solution design.
• Experience shipping code/products using Claude Code or equivalent AI tools.
• Understanding of how a support organization operates (tiering, escalation, queues).
• Proven cross-functional track record delivering work through non-managed teams.
• Comfort as an IC operating in ambiguity with end-to-end ownership.

Responsibilities

• Own the client and digital support product area — roadmap, priorities, and outcomes across case management, self-service, knowledge, and AI-assisted deflection.
• Prototype and ship working functionality in Salesforce (Service Cloud, Agentforce, Flows, LWC, Apex) using Claude Code and AI platforms.
• Design the system, not the feature; map how Salesforce, ticketing, knowledge bases, chat, and telephony hand off to one another.
• Measure containment, accuracy, and escalation quality; ensure AI is useful in support.
• Work cross-functionally with Support leadership, Engineering, IT, Enablement, and client-facing teams.
• Define impactful metrics and build reporting to guide leadership decisions.
• Lead UAT, rollout, documentation, and enablement as part of the job.

Skills

Salesforce expertise

Cross-functional collaboration

Independent contributor (IC) with Ambi

End-to-end ownership

Requirement writing

Tools

Claude Code

Salesforce Service Cloud

Agentforce

LWC

Apex

AI platforms

Jira Service Management

Zendesk

ServiceNow

Intercom

Freshdesk

Job description

MRI Software is seeking a Product Owner for Client & Digital Support to own the end-to-end stack for client interactions. This is a hands-on, builder role with autonomy, writing requirements, prototyping, and shipping in Salesforce and adjacent tools.

You will design systems across case management, self-service, knowledge, and AI-assisted deflection, partnering with Support leadership, Engineering, IT, and business teams to drive measurable outcomes after launch.